SaferProducts incident

Failure type

Battery failure

Incident narrative

SaferProducts.gov consumer incident report 20200826-A5074-2147370224. Severity: Incident, No Injury. Product: HP Model15m-cp0011dx (2 identical laptops: HP Envy x360 m Convertible Model15m-cp0011dx ProdID 3WW57UA#ABA Dimensions approximately: 9.5" x 14" x 0.75"). Incident: I purchased 2 HP Envy 15 laptops around mid-July, 2018 from Best Buy. I recently noticed that both laptops are starting to swell and expand from underneath the trackpad. On one laptop, the trackpad has protruded to the point of separating from the adjacent plastic that borders it, exposing metal components just underneath the trackpad. I researched the issue, and found that there is a big recall. I'm glad I know about it now because I was unaware of it before; however, when I downloaded the HP validation utility on their recall support website, my computer failed the validation. The utility claims that my battery is not affected. Both of my laptops are clearly affected. They are, without a doubt, affected. I'm concerned about this, because my household has five HP laptops and countless other HP products. I called HP's support number for incidents related to these batteries this morning, the first time at 8:02 am CST, and the second time at 8:53 am CST. Both times, I was the "1st caller in line" for the entire phone call, nobody answered the call, and HP disconnected the phone call at 40 minutes for both phone calls. I have phone records of both calls and a recording of the second call. HP has a support webpage*, which states that if your laptop is swelling, they will replace the battery, only if the battery is under warranty, otherwise the consumer must pay for a new battery. Will this ever be resolved? Isn't HP strictly liable for their products when they are found to have manufacturing defects and are hazardous? *https://support.hp.com/us-en/document/c05640567 The followi